A good companion for the last eight years. A live changer to be precise. Had a good times with and around this forum, the people and OTRS. We're facing interesting times and I'm sure this forum will document them well.

if you altered the file you'd have to port it to the new version (basically checking for diff and add/alter the code of the new file). If it was part of another package you should rebuild the package afterwards and give it a new version number.

Hello, I'm taking a look at this add-on. There's one thing I'm not getting about it: if the purpose is sort by last customer contact, so those can be more easily identifiable, why would we want to update the contact timestamp when it's the agent updating the customer? Isn't the whole point to bette...

No I didn't - good point. Used my standard setup so I missed this one. Will try immediately and get back as soon as I fixed the "Permission denied because search permissions are missing on a component of the path" 403.

The system in question is a hosted one so I cannot simply alter files. I would therefor wrap the altered GenericAgent.pm in an opm package and upload it. Is there any cause not to overwrite the file with a package?

Hi folks, I tried to get notifications on EscalationResponseTimeStart and similar escalation events but somehow it won't send anything. The system runs an OTRS 3.2.3 (I know it's outdated), so maybe there's a known bug or such. Anyone can give me a hint on what possible has gone wrong? Greets Daniel

Hi. I would create the customers on the fly. Means the agents should create the customer including email in the call. Thus you'll have an email to answer to. Otherwise I'd recommend to create a dummy customer with a generic mail address to create tickets without a customer mail address given. Using ...

I did my best to translate the official statement to readable english. So here's the letter: Dear OTRS AG, dear Christopher, dear Manuel, it's been a while since we talked. That might be deplorable. But meanwhile we used our resources to push the OtterHub infrastructure (namely the registered associ...

Hmm. I got a cynical translator in me who reads: (1) Costs for package verification will be estimated by OTRS AG after request. They didn't say if on which basis a community contributor will be charged (yet). If you spend 4 days programming it we'll need half of it for checking. You will only pay ou...

I don't even know if this is legal? I sincerely doubt sending information from and about a system without explicit permission of the owner is legal at least in Germany. Remember the chrome discussion? Google had to cut back on their data mining because of law issues. The way the "feature"...

If I am not mistaken this feature seems to be included in 3.1.x now. This URL is working for me without any modifications: /otrs/index.pl?Action=AgentTicketQueue; SortBy=Changed I added this in my Config.pm so it was default: $Self->{'Ticket::Frontend::AgentTicketQueue'}->{'SortBy::Default'} = 'Cha...

Hi, is/ will there be an update for 3.1.x version? Best regards, JEns There's a 3.0 version downloadable at znuny.com, a version for 3.1 is not yet available. I talked to Martin Edenhofer of znuny - 3.1's architecture makes it much more difficult o archive the same result. If interested you may ask...

The idea is brilliant and I thought about it quite a time. Alas, the whole thing is quite tricky and beyond my skills. I could imagine one could somehow add a "save to list" button to the search. The list could be saved (or just a part of it if to long) as string to the agent preferences. ...

Since I don't use the 3.1 by now it might take quite a while. I could imagine you might just change the version number in the XML file to make it work though. I would give it a try: open the opm file with a text editor and change the versio required to 3.1.x. Now you're able to install the package o...

Here comes the first strike. Worked my way through the ticket.pm to eliminate the lowering instances. The module is still downward compatible/compatible with other DBs since I put in a check for the driver: (line 135 ff) # remove LOWER if CaseInsensitive = 1 (dob) if ( !$Self->{DBObject}->GetDatabas...

I could see some of the modules being of some relevance, but the big shot for sure is the ticket.pm. Let's do that first and see if the rest is worth the effort at all. I'd put the relevance like that: ./System/Ticket.pm – major relevance, first shot ./System/CustomerUser/DB.pm – major relevance, bu...

Hi all, yesterday I made a first code review of the 3.0.x to prepare a new version of the MySQL Booster (2.4.x version to find here ). The new version will need much much less configuration by the user (none to be precise) and will be even less invasive. This is because OTRS 3.0 already laid the bas...